Purchased Team Sonic Racing with broken multiplayer and can't refund

Matthew 10 · Jul 25, 2019

Hi

I purchased Team Sonic Racing for my son and his friend purchased at the same time. They were unable to play online together due to a bug that was identified by Sega support. The only reason they purchased it was to play
online together. I requested a refund and was told "no due to section 16 of the microsoft terms of sale".

"16. Return Policy. We will accept change of mind returns and exchanges for eligible products for 30 days from the date of delivery or download, as applicable.
Simply return the eligible product in like new condition and in its original packaging, along with all parts, components, instruction manuals and documentation that were initially included.
This Return Policy does not affect any statutory rights that may apply to your purchase, including but not limited to rights you may have under the Australian Consumer Law."

Is my understand correct that regardless of their 30 day period, that Australian consumer law requires all products and services to offer 12 month guarantees? This isn't a change of mind, the game has a defect stopping its intended
use.

I've spent a few thousand dollars with microsoft and it feels very depressing to be automatically disqualified. I tried to provide further details but was just repeatedly sent an email response indicating the ticket was closed.

Very poor customer service.

:)

XBF Steven R

Hey there Matthew 10

I’m truly sorry to hear about any inconveniences this may have caused. As this is a support forum, if you would like to pursue legal action then we will not be able to assist further. For more information, please visit our
Legal
and Corporate Affairspage. If you would like to continue troubleshooting, please feel encouraged to start a new thread and we will be happy to assist you there.

8ae30f59-0193-40a0-b

It was purchased on the 21st of May but we waited a long while for a response from Sega after the identified it as a bug.

AssertiveGrub90

I'm not sure you're correct in saying all products are guaranteed a 12 month warranty. Regardless it may be more beneficial for you to get in contact with the Australian Competition and Consumer Comission. They have a web page here explaining
the process of making a complaint for a product you have purchased which may be useful to have a look at.

8ae30f59-0193-40a0-b

I understand there are probably conditions but equally digital downloads have been proven to be considered equal to physical products in regards to refunds in cases where the product does not function as advertised. I would really prefer not to have to go
through a legal process for $60.

I guess more than anything I feel the way microsoft has handled this is very poor. On reaching a decision the case was immediately closed and in responding to the ticket from then on I keep receiving only that the ticket is closed.

I've been a customer of microsoft for many years with multiple subscriptions (live, gamer pass, office 365, gold) and I feel they did not listen to what I said. They saw refund, they saw longer than 30 days, they stamped decline.

Never good to be reminded how little companies like this care for their customers.

RUBENSJUNIOR21

Nickelodeon Kart, Crash Team racing, sonic racing

Purchased Team Sonic Racing with broken multiplayer and can't refund